The most important words in healthcare:
“How can I help you?” 

Winners and losers

Support as a business value isn’t anything new. But that doesn’t mean all businesses do it well. Some fail miserably and infamously.  

In my own experience, I’m amazed at the unevenness of customer support in both B2C and B2B sectors, even while its game-changing value has been so well documented. Retail, telecommunications (I’m looking at you, cable TV), utilities, and yes, even healthcare all have their notorious support misses. No sector is immune to poor customer service, of course. But for those businesses that do it well, customer support can be a competitive advantage. In a healthcare experience, it can make all the difference in a successful outcome. 

Businesses who understand the value of customer support also get something more important: my loyalty. Give me strong support and I might even pay more for your service, it’s more important to me than a discount. 

A top value prop 

Support is a primary value proposition at MediSprout. Just as it is essential that you are there for your patients and staff, it’s essential that we are there for you. Even as simple and as intuitive as the MediSprout platform may be, even as savvy as you or your patients might be with technology, there will be a time when support is needed.

We will be there. With empathy and expertise. 

Our goal is the same goal you have with your patients: to help you get past issues quickly and so you can get back to a thriving day and life. 

The same goes for your patients. We’re here for them too as they navigate the MediSprout platform through everything from account setup to visit requests to something as nuanced as working picture in picture. We will not be an obstacle to care. On the contrary, we’re here to remove obstacles to care with smart technology and savvy, fast support. 

Using the right language

There’s another feature in our product support tool kit that we believe in deeply: bilingual experts. MediSprout support team members are fluent in both English and Spanish.

Here’s why that’s important.

The percentage of Spanish speaking people in the United States is currently around 13 percent; the fourth largest number of Spanish speakers worldwide. By 2030, it’s estimated that the number of Americans speaking Spanish will be around 30 percent.

Aside from the obvious business advantage to offering services to a wider audience, bilingual support is important in healthcare for a variety of reasons, most notably:

• Patients (and Spanish-speaking providers) have the option of communicating in their preferred (and most comfortable) language, which increases understanding and accuracy. This is especially important when discussing sensitive issues that can come up during a support call. We don’t offer therapy, but we do offer empathy and encouragement while quickly troubleshooting so your patients can get back to your good hands. 
• Bilingual support promotes the desirable business values of access, diversity, and inclusion.

It’s in our DNA

At MediSprout, 24/7 bilingual product support is an important component in our mission to streamline and simplify the healthcare experience for patients and providers. It’s also embedded in our vision of a healthcare ecosystem that functions openly and equitably.

Rare are the people who are successful without a little help from their friends. Como podemos ayudarte? 

Natalia Morales is head of support at MediSprout.